In this Explore recipe, you'll learn how to create a report that breaks down how many tickets are being created in certain time periods. In this example, you'll be able to report on tickets created over three periods: 9am-5pm, 5pm-1am, and 1am-9am.
This article contains the following topics:
What you'll need
Skill level: Advanced
Time required: 25 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Ticket data in Zendesk Support
Creating the report
- In Explore, click the Reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets and then click Start report. The report builder opens.
- Now, create a custom group attribute to group the hours of ticket creation together. From the Calculations () menu, click Group.
- On the Group page, name the group Daily shifts.
- In the Computed from drop-down, choose Ticket created - Hour.
- Create three groups, one for each time period. To create a group, select the hours you want to add and click the plus (+) icon. You can use the arrows to add or remove values from the group. (See Organizing values by groups and sets for more information about setting up groups.)
- Day shift - 9am-5pm: Hours 9-16
- Night shift - 5pm-1am: Hours 17-0
- Early shift - 1am-9am: Hours 1-8
- In the blue drop-down field at the bottom, select Remove left values.
- Select the Sort attribute members like a time attribute checkbox.
- When you're finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, expand Calculated attributes, click your custom attribute Daily shifts, then click Apply.
- From the Visualization type () menu, choose Bar.
The report is complete. See the screenshot below for an example of how it will look.
Note: Keep in mind that Explore uses the current user's time zone when displaying reports, so the ticket created hour will be based on that time zone. For that reason, you might want to consider altering the hours to utilize UTC time instead of using your own time zone if you have a global team.
Hi - I'm looking for a recipe to see what is the first reply time when a ticket is created during a scheduled holiday. We have our holidays in the Support Schedule so I want to see how the FRT compares for those tickets vs created during non-holidays.
I hope all is well! I would advise you to check this recipe here: Explore recipe: Reporting on first reply time. From there, you may add any time filter you prefer to filter the days you are looking to perform your analysis.
I hope this helps!
Thanks, Gabriel. I was hoping there was an easier way to identify tickets created during holidays vs those created during other days, rather than manually selecting the date we had each holiday. Similar to how you can report on business vs calendar hours, how can I distinguish between business days and holidays? Thanks!
You can use the following Explore metrics to create reports based on your business hours.
In that same article, there's a note just on top of that section where it says "You cannot build reports based solely on holidays." This means that holidays are considered outside of business hours.
If you're looking to report on ticket data during holidays, for now, you will have to manually filter them out depending on the type of date you're looking for (e.g. tickets created date, tickets solved date, etc.)
Hope this helps! Stay safe!
I am trying to create a shift based ticket assignment ,and the tickets assigned in night shift for today are getting added in the next day as it will be after 12am , so how do i tackle this .
Our org has 3 shifts morning ,afternoon and nightshift and we want to track the number of ticket assignments everyday in each shifts.
Could you please help .
Upon testing the group created by ticket assignment, your night shift group will not show the data from the following day but the data from Hour 0 to Hour 6 today and another value on Hour 23. Technically, this will be on the same day.
Dane , we are trying to track ticket assignments for agents in shifts for the whole week.
So when i select the date as this week i am getting tickets assigned in night shift for today even before the night shift starts .
So if the ticket is assigned after 12am , i would like it to reflect in the night shift for yesterday.
As shown in the below screenshot night shift is not yet started for 23rd Dec , but the data is showing on 23rd dec night shift.
the data in 23rd night shift should be shown in 22nd night shift .
Could you please help
I'll create a ticket for you to investigate further. Let's continue our conversation there.
For the dataset,why would I use support - updates history rather than supports -tickets. I want to calculate the volume of tickets and voice calls over a certain period.
I hope all is well! For this query, in particular, you want to use this dataset since the Updates history dataset gives you access to data about actions taken on tickets throughout their lifetime. Therefore, to report tickets by breaking down how many tickets are being created in certain time periods, this dataset is more appropriate.
I hope this answers your question!
It does thanks! I have another question. I am trying to determine the average number of tickets created per week per shift over a given time period. I have two shifts created - a day shift 6pm-8am and an evening shift 8am-6pm. my query includes the following:
Metrics = D_count (tickets created). should this be updates history?
Columns = ticket created - day of week
Rows = daily shifts
Filter = 2022
The table I get shows the TOTAL number of tickets created each day of the week per shift. How do I display the AVG number of tickets per week per shift? I suppose I could divide each result by 52 but is there an automatic way to do this? Thanks.
Thanks. But I cannot seee Tickets created - Daily average. Here is what I see for choices.
We’ve updated this recipe slightly to use the Tickets dataset instead of the Updates history dataset. While Gabriel’s comment above is spot-on regarding the purpose of the Updates history dataset (it gives you data about actions taken on tickets throughout their lifetime), in this recipe, we’re just looking at ticket creation specifically. So while either dataset does work for this purpose, the Tickets dataset is perhaps a better choice because its smaller size results in better report performance.
Trying to follow this today #7 doesn't work.
I create the attribute name, computed from ticket created - hour and I only see a +. Clicking it does nothing. Nothing is displayed.
I think it is best if I see the report you're working on so I can better understand what you are having trouble with. I will create a ticket on your behalf. Kindly wait for an email notification regarding this ticket. Stay safe!
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